The Four Seasons in Limassol, Cyprus has been open since 1993 and is independently owned and operated by Muskita Hotels Ltd. It’s a Five Star deluxe property with 304 rooms, 6 restaurants, 4 bars, and extensive conference facilities, Shiseido Spa, a full range of sports and fitness facilities and a shopping area with exclusive boutiques, watches and jewelry. The Hotel is situated on its own sandy beach, which has been awarded with the Blue Flag (a symbol of cleanliness and safety awarded by the European Community) and is 8 kilometers East of Limassol city center.
The Four Seasons’ management is constantly looking for effective ways to build strong relations with its customers and optimize sales programs. The Hotel’s website is its important marketing tool that helps the property to attract and retain elite guests from all over the World.
Mr. Nick Aristou, the property’s Executive Director, decided to enhance the website with an online business chat solution. “Our objective was to make it easy for our customers to navigate the website,” says Mr. Aristou. “Also, we wanted to convert as many visitors into customers as possible by making it easy for them to complete bookings.”
Mr. Aristou, who has a strong technology background, did a thorough review of available products, including such market leaders as LivePerson. However, none of them matched Four Season’s specific needs. The main limitations were the lack of multilingual support, patchy compatibility with tablet users and absence of robust archival features.
Then Mr. Aristou came across LiveWebAssist, a chat solution deployed on the IceWarp site, and realized it was the perfect match. He decided to try it out on the Four Season’s site, but then found out it was not the final release yet. Still, Mr. Aristou went ahead and launched LiveWebAssist at Four Seasons’ webpage, assigning three operators to interact with customers.
From the very beginning, the Four Season’s customer service team was making the most of LiveWebAssist’s multilingual interface and Knowledgebase support features to interact with customers in English, Greek and Russian.. The property’s sales and marketing team started to see LiveWebAssist’s effect almost immediately – the bookings increased.
“LiveWebAssist contributed a lot to this on many occasions,” says Mr. Aristou. “Our analysis showed that customers booked because they were given real-time explanations through the chat service.”
Four Season’s technology team also liked LiveWebAssist’s capability to recognize returning Website visitors.
“The excellent feature helps an operator to resume the conversation from the same spot where it was ended or interrupted,” says Mr. Aristou. “That makes users spend on average 7-8 minutes on the site, a very high indicator.”
In an approach radically different form other chat products, LiveWebAsisst supports the InLine no-flash chat architecture, eliminating pop-up windows. This design allows more visitors to initiate chat sessions, because they don’t have to deal with popup blockers and assures usability for visitors from tablets like iPad or Android.
Additionally, this option gives actionable information about the visitors’ behavior.
“The operators can tell exactly where the user is on the site, so they can offer them immediate assistance, tell them where to go and answer questions with a high degree of relevancy,” says Mr. Aristou. “It’s a very useful feature.”
LiveWebAssist’s analytical capabilities helped the hotel to optimize its Internet marketing strategy.
“LiveWebAssist analytics capabilities are very good,” notes Mr. Aristou. “They are helping us to locate sources our customers are coming from. It’s a very effective tool, especially when used in conjunction with Google analytics.”
Another feature Four Seasons’ team found practical is LiveWebAssist Knowledgebase. At any point of the conversation, it allows to insert pre-approved messages (such as terms and conditions, cancellation policy, etc.) as well as URLs and graphics with a single click.
“It has been very useful, we have almost three pages of knowledgebase content now,” notes Mr. Aristou. “The option provides more professional outlook and helps to standardize responses. Operators don’t have to think about how to phrase them. In the near future, we are planning to extend the knowledgebase with images and, possibly, videos.”
According to Four Seasons’ technology team estimates, the training and ramp-up process was painless.
“The functionality of the program is simple, anybody who can use a social chat program can get accustomed to LiveWebAssist very easily,” notes Mr. Aristou.
For the support function, Four Seasons team used LiveWebAssist Direct Chat Technology, the VIP connection that gives dedicated access to key IceWarp support personnel. This option makes it possible to reach the important contacts no matter where they are – at their desktop, off-site, or on the road.
“The VIP link option has been very useful, and IceWarp support team was very prompt,” says Mr. Aristou.
Four Seasons is now planning to expand LiveWebAssist functionality.
“We are considered using it on mobile devices, and, possibly, integrating the solution with a new CRM system,” says Mr. Aristou.
In the future, the property is thinking about hiring more operators and starting to use LiveWebAssist automated translation functionality.
According to Mr. Aristou’s estimates, LiveWebAssist was showing compelling ROI from the day it was implemented.
“Just from my own observation, from the number of bookings that have been converted directly through LiveWebAssist, I can say that it has paid for itself almost immediately” says Mr. Aristou he would definitely recommend LiveWebAssist to other organizations in the hospitality industry.
“Selling hotel rooms is always a complex matter,” says Mr. Aristou. “Usually, hotel bookings for five+ star hotels are a very high-value item. It’s not a $10-20 purchase from Amazon. They are usually $5,000-6,000 per transactionand there are many issues for potential customers to understand before they actually commit to book. Anything that can give a customer greater confidence and prompt him to make a decision to buy is very valuable. LiveWebAssist gives us exactly that.”
Sydney-based Asia Pacific Digital (APD) has agreed to acquire Singaporean digital agency @ccomplice.
APD, which describes itself as a provider of CRM, strategy, technology and performance marketing and CRM to more than 2,000 clients, says the acquisition will give it an improved on-the-ground presence in Singapore, serving local Singaporean clients and regional multinationals.
Formed in 2010, @ccomplice has worked with some of the biggest brands in Asia: Panasonic, Toyota, Lexus, Suzuki, Singpost, DBS and Standard Chartered. APD already employs digital professionals in Sydney, Melbourne, Auckland, Shanghai, Hong Kong, Kuala Lumpur and at its technology hub in Manila.
Indian outsourcer Firstsource Solutions has launched another contact centre in the United States as it makes significant progress in acquiring more clients in North American healthcare sector.
Its new centre in Eugene, Oregon will hire about 250 people, with some analysts expecting the company to increase its staff to 450 in the months to come. Mumbai-based Firstsource added 300 employees to its Colorado Spring, Colorado centre in November.
The Eugene centre is the company's third in the US, with the other site located in Louisville, Kentucky. Firstsource will serve a healthcare client from the new center in Eugene, providing customer care service via web chat.
NewVoiceMedia, a leading global provider of omni-channel cloud customer contact technology, today announced that JustGiving, the world's social platform for giving, has achieved 95 percent customer satisfaction¹ internationally through deployment of its ContactWorld technology.
NewVoiceMedia's ContactWorld for Service solution, built on the Salesforce1 Platform, has enabled JustGiving to offer customers in more than 160 countries a fast and personalised response. With emphasis on 'the human touch, JustGiving ensures customers benefit from the same unique experience when they call as they do when they're online – no matter what their location. And with a new team in Sydney and ongoing expansion in the Asia-Pacific region, the solution, which can be scaled at any time in response to customer demand, has helped the company to grow its services internationally.
JustGiving is benefiting from state-of-the-art functionality and the ability to easily manage different languages and multiple time zones. Real-time dashboards and extensive reporting enable the business to forecast peaks throughout the year, and visibility into call volume, duration and success rates help advisors reduce call queues and abandon rates around the world, which is vital in ensuring customers receive a consistently outstanding service. Moreover, as ContactWorld for Service is based in the cloud, the company can be much more responsive and flexible to changes in demand, since all agents need is a phone and internet connection, enabling them to work anywhere at any time. New advisors can be added immediately, helping JustGiving manage variations in contact volume.
ContactWorld has also played a key role in employee satisfaction due to its seamless integration with Salesforce and features such as ‘whispers' to announce call information, 'popped' customer details and one-click calling functionality. Managers can also change IVR menus easily and as often as necessary, meaning new messages can be created instantly around emergency appeals. JustGiving also benefits from easy call recording, which gives a meaningful insight into performance and helps the company train and develop its advisors.
Huu Anh Chu, head of customer experience at JustGiving, comments, "We wanted a feature-rich solution that integrated with Salesforce's platform and would enable us to scale rapidly internationally. Thanks to ContactWorld, we have significantly improved our customer experience, and as we have effectively outsourced a lot of the technical support that our old system required to NewVoiceMedia, we can concentrate on what we do best – helping people raise more money for the great causes they care about".
Jonathan Gale, CEO of NewVoiceMedia, adds, "We are extremely pleased to have helped JustGiving deliver excellent service to thousands of worthwhile charities and the fundraisers supporting them. As JustGiving operates in more than 160 countries, a true cloud solution is ideal for delivery of an integrated and consistent level of service. ContactWorld is also scalable as the business grows, without the headache of integration, upgrades and maintenance. The company has more control over its customer experience than ever before and we're delighted that it has transformed its service while increasing agent satisfaction".
JustGiving launched in 2001 and has enabled over 22 million people to raise $3.3 billion for thousands of charities and causes in radically new ways. Through online and mobile, the company brings the best that technology has to offer to charities worldwide, meaning more charities recommend JustGiving than any other online fundraising platform.